人にはみな事情があります。人に言いたい事もあれば、言いたくない事もありますよね。
お客様が言いたくない事を聞いてしまうと、気まずくなりますし、お客様が言いたい事をうまく引き出せてあげないと、貴女の印象を強くする事が難しいかもしれません。
そんな時どのようにすればお客様の気持ちを知る事ができるのでしょうか？
一つの大きな方法は、行動の観察からの推測です。今回はこの方法を学んでみましょう。
服装からどんな人なのか推測する
貴女の服装が、第一印象を大きく決めるのと同じく、お客様の服装をよく観察してみてください。
スーツでしょうか？作業着でしょうか？普段着でしょうか？ シャツやズボンのアイロンはきちんと当たっていますか？
よれよれ、しわしわの服装でしょうか？年相応の服装をしているでしょうか？
汚れや痛みはありますか？
靴の汚れ、シャツの汚れはありますか？スーツであれば、布の生地をみてみてください。高級感はありますか？
どんな服装をしていても、性格がきちんとしてる人か、性格がきちんとしている人が周りにいる人（奥様、彼女）は、服装に清潔感とさっぱり感と手入れがされている感があります。
もちろん高級なものかどうかもヒントにはなりますが、重要視したいのでは、本人がきちんとした人か、周りにきちんとした人がいる場合、貴女にも、同じ基準を求めてくる事が多いという事です。
それでまず、お客様の服装をよく観察して、清潔感、さっぱり感、手入れ感から、お客様がどんな人なのかを推測してみましょう。
これは、最初の数分でできる事ですね。
お酒の飲み方からわかるその方の育ち
飲食は、その人の育ちが直接でてくるといわれています。
グラスの持ち方、飲み方、グラスの置き方、または貴女にお酒を進める時の勧め方に、どんな感じがしますか？落ち着き、慣れた感じ、貴女への気配りは、感じられますか？
これは、どんな動きをすれば、良いとか悪いとかではなく、貴女がどう感じるかが大切です。
あなたが違和感を感じるお客様の場合、他の面でも、今後違和感を感じる可能性は高いです。
この点での違和感は、意外と正確なので、この段階でいい印象を持てるお客様には、積極的に接客をしていきましょう。
注意点が一つ、貴女がお客様をみてるびと同じ事を、鋭いお客様は、貴女に感じていますので、自然でいいですが、気を抜かないでくださいね。
言葉使いから関係性を感じ取る
始めてあった貴女とお客様、客とホステスという関係があるとしても、人間としての言葉遣いというものがありますね。
日本語は相手と自分の関係で、言葉を使い分けます。
ですから、お客様が貴女を、ホステスとしてみているか、娘のようにみているか、彼女としてみているか、姉や妹としてみているか、体目当ての女性とみているか、これは、貴女への言葉遣いに出てきます。
でもここで注意しておきたいのは、言葉遣いは、その時の人間関係で変わるという事です。
ですから最初は、ホステスとして接客業者と接する言葉遣いであったのが、途中から気持ちが、娘や女性に変わっていく事も多くあります。
短い時間の中でも、この関係性は変化していきます。
ですから、使う単語、語尾、丁寧語の有無、お願い形か命令形かなど、細かい言葉使いの変化に敏感であってください。
この相手の気持ちの変化に気づかないで、誤解が生じたまま関係を続ける事で、後でトラブルになる事もあるので、お客様は貴女をどんな関係でみているかを言葉から推測する癖をつけるのは、凄く役立ちますよ。
これも注意点ですが、同じ事は相手にも言えるという事です。
貴女の言葉使いは、貴女がお客様をどうみているかを相手に伝えるメッセージです。
軽い気持ちで発した言葉が、相手に違うメッセージを送る事もありますし、相手に貴女の気持ちを伝える事もできます。
貴女が望む関係をしめせるような言葉をつかえるように、意識してみてくださいね。
支払いの時＝今日のあなたの接客に対する満足度がわかる時
多くの店で、お客様にはボーイが請求をもって来ますね。
金額が貴女にわかる時もあれば、わからない時もあると思いますが、注目をしてもらいたいのは、現金を出す、もしくはカードを切る時のお客様の表情や態度です。
予想していたより高いと感じているか、安いと感じているか、この点をぜひ注目してみてください。
見栄っ張りのお客様の中には、「安いなーー」などと言ったりする人もいますが、注目すべきは、表情です。
特に目に注目してください。注目は、金額ではありません。
お客様の予想より高いと感じているか、安いと感じているかなんです。
もし安いと感じている思える場合、それは貴女のその日の接客は成功でした。
お客様は満足しています。
言い換えれば、次回はもう少しおねだりしたり、要求しても大丈夫です。
逆に高いと感じているのであれば、次回無理に迫ると逆効果になりますね。
もう少し工夫した接客をして、まずはこの思ったより安かったという気持ちにさせてから、次の作戦を練るのが、いいかもしれないですね。
つまり支払いの瞬間のお客様の感覚が、その日の貴女のサービスが金額にあったかどうかのバロメーターです。
金額の体系は店によって違うので、大切なのは、お客様の感覚である事を忘れないでくださいね。
そしてその反応で次回の作戦を考えてみましょう。
まとめ
お客様は、見栄っ張りです。綺麗な女性の前で、かっこをつけたくなるものです。
でも、育ちや人となりは、服装、飲み方、言葉使いに出てきます。
きちんと注目して、お客様を理解してくださいね。そして支払いの時のお客様の感覚はその日の貴女の価値への評価です。
見落とさないで、次回の作戦を立てていきましょう。観察力、これはキャバ嬢で成功する大きな鍵です。
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